Global Warranty Group

Review: I sent Global warranty group my phone and they received it March ** , 2014. My phone was discontinued so they could not replace it. I agreed to receive a check for $578.00 . I agreed to this amount on April *, 2014. I was told 5-7 business days. I was calling every week to see what was taking so long. I finally received an email June *, 2014 stating that my process of my claim was complete. A few weeks later I phone again.... The process was complete but the check has not been issued. Just this pass week I phone again... I can no longer reach the company, my cell phone dealer can no longer reach the company. I am very annoyed with this company. I just want my check and to never deal with them again. This company needs to find a better way of processes claims. It should not take five months to process a check when you have the damaged cell phone in your (global warranty group) hands. As of August **, 2014 I am still waiting on this check.Desired Settlement: I would like my check.

Review: I purchased a warranty through Global Warranty Group/Verizon Wireless for my daughter's I-Phone 4S. Her phone broke and we initiated a claim for a new phone. After several days, I was called and advised that there were no phones available, and the representative offered me $550, the cost of a new phone. I conferred with my daughter, and called back to accept the offer on September *, 2013. I was advised that I would receive a check within 10-14 business days. I therefore purchased a new phone. When I did not receive the check by the end of the final week of September, I called Global. The representative initiated a search and I was called on Monday, September [redacted] and advised that there had been a delay, and I should now receive the check by the "end of the week." To compensate for the delay, $100 of my $179 deductible would be refunded. I did not receive the check. I called again on Monday, October [redacted] and requested that a check be sent to me by overnight mail so that I could pay my credit card bill for the new phone I purchased. I was told by a representative that she would send a status request up to the accounting department, and that someone would contact me within 24-48 hours -- that there was no way to process the check or investigate the problem more quickly. However, she would credit the remaining portion of my deductible. I then called a number I found on the Global web site, and spoke to another representative, who was pleasant but unable to provide more information or resolve the situation.Desired Settlement: It is frustrating that there is no one person who is able to expeditiously resolve this situation! I purchased a new phone based on a promise that the warranty I purchased would result in funds paid out in a timely fashion. The delay in payment resulted in a lack of funds to pay the bill for the new phone.

The $550 check should be sent to me by overnight mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I received a check for the full claim amount from Global Warranty Group via UPS on Thursday October **, 2013.

Sincerely,

Review: I filed a claim for my insured cellphone and they promised to send me a check. Until now, I never received the check from them and they never contacted to inform me when will I receive it.Desired Settlement: I want them to send me the check within a week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have contacted them back in December 2013 to file a claim about a lost cellular device. The charge for replacing my lost phone was $130 deductible. They charged that to my credit card, and I was told I will get my new phone within 24-48 hours as per policy. A week went by, but no package was delivered. I called them back to ask what's the status with my claim. They told me they didn't have any phones available at this time. No phone calls were made to me or emails sent to notify me of this. They offered to send me a check for the amount of my phone ($700), which should be sent out within 3-5 business days. I agreed since that's all I could do at this point. In the meantime I went out and bought myself a phone, which is for business and for personal use. Since it was Christmas time, I understand things might be slow to process. No mail came after 2 weeks have passed. I called them back in January to find out what's going on. It has been a month since my claim, and I understand in their policies it should only take 3-5 business days. I then ask them to escalate this to the [redacted], but all they said is they can't do anything further for me. They don't know why my claim is taking longer than normal, and they have no further information for me.

As a customer, I already went above and beyond what was necessary of me. I was already charged for the replacement of my phone, and I had to go buy myself a new one. I've already been very patient with this whole process, and given them enough time to sort out this claim themselves.

Its been more than 3 months now, and I want them to send me what was promised. The phone was worth $700 and 12% tax. They are only willing to pay for the phone but I have to pay for the taxes.Desired Settlement: I want them to quickly resolve my claim which is 3 months overdue, and pay for the full amount my phone is worth plus applicable taxes. I paid money to get this extra service when I bought my phone, and paid any extra charges when making a claim. I expect them to do the same and follow their own policies and procedures.

Business

Response:

check #[redacted] for $700.00 sent 3/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased cell phone insurance with this company through a Verizon store and paid for the insurance up front. Almost a year later, I needed to file (my first and only) claim.

My initial call to them was on Dec. *, 2013. I was told that since Apple no longer makes the iphone 5, I would be issued a check in the amount of $550 to cover the cost of a new model. I have contacted Global Warranty Group on Dec. [redacted] Jan. [redacted] Feb. [redacted] Mar. **, and **. I have spoken to customer service representatives each time and have been told that there is nothing they can do, except forward my frustration to their "escalation department" through email. I did receive phone calls back from the "escalation department" on Feb ** and Mar **, 2014 ( after being promised one after each time I called), apologizing, The call back on Feb [redacted] offered me back an additional $69, which was half the deductible, with the check. This was promised to be received the last week of February or first week of March. I have yet to receive any of the money owed.Desired Settlement: I want the agreed upon amount of money that an insurance company is required to pay to settle a claim. It has been nearly 4 months.

Business

Response:

check #[redacted] for $550.00 sent 4/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

It is unfortunate that it took 7 months of unanswered phone calls, a complaint to the Revdex.com and forms to the Suffolk County district attorney.

Thank you to the Revdex.com for finally getting this company to send the check that was owed.

Sincerely,

Review: I am contacting you regarding claim [redacted] with Global Warranty Group. Track a Claim is not up to date. I have called Global Warranty Group countless times and have been promised a call or an email back but have received nothing! I sent my phone in on Dec ** and I received a call from them on Dec ** telling me that they could not replace the phone and that they would be sending me a cheque for $578. My phone was delivered to Promobility as instructed on Dec ** and the $381 deductible was finally refunded in January; however, more than 3 months later, no one can tell me when I will receive the refund for my phone! Please email or call me back to let me know what can be done to receive this refund.

Thanks, [redacted] (email)

###-###-#### (work)

###-###-#### (home)Desired Settlement: Since I paid for insurance on this phone and Global Warranty has had my phone for more than 3 months and have not honoured their contract, I would like the promised $578 refund for my phone and a refund on the insurance that I paid.

Thanks you!

Business

Response:

check #[redacted] for $578 sent 5/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. It's unfortunate that it took them 5 months to resolve this issue.

Sincerely,

Review: In April of 2013 I purchased a warranty with global warranty through rogers wireless. I was told if I paid $110 I would be covered for 2 years, if anything happened to my phone(lost, stolen, broke) I would get a new one no questions asked. In late august 2013 I lost my phone. I contacted global warranty and they had said I need to make a police report, so I did. I called back with my report number and information and they said I would be changed a processing fee of $95 on my visa. I never recieved a call from the company regarding my phone. When I attempted to call them they told me that they did have any phone in stock so they would be sending me a cheque for $650(which doesn't even cover a new phone) I emailed their customer service and no

One has ever got back to me. Everyone I call they don't know what's going on and they said they will call me back and no one ever does. I written them a letter and have sent it through the mail and I haven't gotten a response from no one.Desired Settlement: I want the cheque they said they would send me and haven't yet. It's been almost a year!

Business

Response:

check #[redacted] for $650.00 sent 6/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

However, I still believe that this is just a settlement because the $650 doesn't cover the full price of the phone. I still have to pay taxes on the phone which will cost me $100+. If they had the phone I wouldn't have to pay any money out of my own pocket. But instead I paid a processing fee of $95, it's the most expensive warranty I've ever purchased.

Sincerely,

Review: I had bought cell phone insurance through Global warranty group. I had put a claim in on December **, 2013 for a new replacement phone. Global warranty group had collected my deductable fee and had also charged me for a $381.00 hold to ensure they get the old phone back. They had put the charge on my credit card on December **, 2013. I had waited until after New Years to get my new phone or a call and neither had came. So I called Global Warranty Group and inquired about thestatus of my claim. They had told me that they were processing the request. I called back in another two weeks, cause yet again I had not heard any response. The second or third time I had to call them, they claims department employee had told me that they can no longer get the Samsung Gallaxy S3. So I had asked why I had not been called and told this? The lady appologized and I asked if the could replace my phone with the Samsung Galaxy S4? It was another few days to a week and I had not heard any response. So once again I called them back and asked what the status was on my claim? The employee had told me they cant get the S4 for a replacemnet and that they would have to send me a cheque for the replacement cost of the phone. At this time I was upset and said ok to the cheque. That was on January [redacted] 2014. As of now I am still waiting on the cheque to arrive or to even be told that it has been written and in the mail. To this day, May ** 2014, I have been calling the company every three daysto a week to try and get an answer. The only thing I get is the escalation team and they can just send up an escalation to accounting department. I had asked for a number for the accounting department and they could not provide me with one. They had given me an email which I had written and sent but did not get a reply. I am out of options for trying to get an answer. I have been paying interest on the credit card charge of $381.00now for 4months and Global warranty group will not reimburseme for that. I had only been contacted twice in the 5 months that this claim has been opened. The one lady who had contacted me back had said that they would refund my credit card the $381.00, but she then found out she couldnt because it had been longer than 170 days that you have to dispute a credit card charge. Now she tells me that they will have to send me a cheque to pay back the $381.00. I am now irate because I have been waiting 4 months for one cheque and now I will have to wait for another cheque how long?

I have been very professional when dealing with the escalation team. I have been told that by a number of their team.Desired Settlement: I would like to get this situation all cleared up as it is adding stress and frustration to my life. I thought this route might help my case get solved a little quicker. I am frustrated beyond belief. I had been told it was a software issue and that there is a back log of cheques to write. At what he same time if there is a back log that has taken 4 monthsto catch up on, if it was my company I would be telling employees to work on weekends to solve this issue.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:]

I dont believe this is any different than what I have been told on the phone. It doesnt help me at all in figuring out when I will receive the check. I have already ordered a new phone and am waiting for the money to replace my phone so I can return the broken phone and get the deposit back which I have been paying interest on for 4 months now.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $578.00 sent 7/*/14 via USPS

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a warranty with Global Warranty Group through the [redacted] Rogers Wireless location. After submitting a claim via telephone on Feb. ** 2014 to replace my broken phone as the contract states and paying a $95.00 deductible, they tell me that they can't find a replacement phone and will mail me a cheque for $578.00, as long as I send them my broken phone. I agree to this and send away the phone. They received the phone on Feb. ** 2014. When I called to ask about the cheque they tell me it should have been mailed and someone will get back to me within 48 hours. No one ever called me. I have called 9 times and received the same response every time as well as the person telling me they would email "escalations department" telling them its urgent. To this date (Mar. ** 2014) I have never received an Email or a phone call regarding my claim.Desired Settlement: I want the $578.00 they said they would pay me as well as the $95.00 deductible back for the terrible service I have had with this company.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

GWG did contact me and left a message on my phone saying they were really busy and that they would send a cheque as soon as possible. However I have heard them say that before. I got that phone call about 3 weeks ago. Still nothing in the mail to date though. Other than that, that is all the contact they have made with me since the original complaint.

Sincerely,

Business

Response:

check #[redacted] for $578.00 sent 7/**/14 via USPS from our ** offices

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I received a phone call on Wednesday July **, 2014 stating the cheque would be sent. I can get back to you when I receive it to be certain.

Sincerely,

Review: On October *, 2013 I filed a claim for a replacement phone because mine iPhone 5 16gb broke. Global warranty gave me the option of sending in my broken phone and paying a $179 deductible to get a replacement phone within 2 business days following them getting my deductible and broken phone. I waited a few days and didn't receive anything. I called global warranty and inquired about my problem and I was told that my claim was delayed because they didn't have any phone in stock and didn't know when they would get any. I was told that I could get a refund check for the full retail price of the phone in the amount of $650 within two weeks. I waited two weeks and didn't receive anything in the mail. I called them again and I was told that the check was delayed and would take an additional 4 weeks to receive the check in the mail. I have been patiently waiting to receive that check so I can get my new phone since I've been without a phone for over two months. Six weeks have already passed an I have yet to receive the check!! Every time I call global warranty they are unable to provide me with any information about where the check is or if it's already been mail out. Representatives from global warranty have sent my information to the finances department so they can contact me directly and they have yet to return any of my calls! At this point I am furious and feel robbed! I sent them my broken phone and they took my deductible and have gotten nothing in return!! I need for this problem to be rectified immidieatly!Desired Settlement: I need to get that check AS SOON AS POSSIBLE! I've been waiting for over 2 months and have not gotten any explanation for it !

Business

Response:

Check was received by customer on 12/** via ups tracking [redacted]

Review: I upgraded my cell phone to an i-phone 5 in January 2013 and paid $150 for Global Warranty Group insurance on the phone at the time of purchase. I was assured that this insurance would replace my phone under any condition-- broken, lost, stolen, etc. On December **, 2013 I fell when I was running with my phone in my hand and shattered the screen/dented the side of the phone. The Apple Store was unable to repair it, and said I'd need to replace the phone completely with my insurance. I placed my insurance claim with GWG on December **, 203. They instructed my to Fedex the broken phone to them and they'd process my claim. On December **, 2013, they contacted my husband and told him that my claim was approved and they would ship me a new phone within 5-7 business days. They charged an additional $150 to my credit card for the replacement phone. We traveled over the holidays, but assumed the phone would be here by the time we returned on January *, 2014. The phone was not here. Since January *, 2014, we have called the company every day to check the status of our claim. The number we call reaches people in a call center who claim that they do not have the power to replace the phone themselves-- they are only able to make the claim to the vendor (who is supposed to ship me a new phone) through their computer system. They do not have a phone number for the vendor, or any other contact information. They are only able to fill out forms in their computer system, which are supposedly sent to the vendor. They acknowledge that the phone replacement is taking longer than expected, but assure us every day that it will only take "1-2 more days" to process and that they will call us with more information later in the day. They have never once called us when they said they would. Instead, we end up calling them back hours after they say they were going to call us and they have no updated information. They tell us the reason the claim is taking so long to process is because they are trying to replace an i-phone 5, and they do not have an i-phone 5's to send me because Apple is no longer making them. I understand the problem, but they sold me insurance that guaranteed they would replace my phone if it was lost, damaged, or stolen AND they took a $150 deductible out of my account within the last week. If they knew they did not have the product to send, they should not have taken the deductible. Also, if they are unable to replace the product, they should send me either a check for the price of a new phone that I can buy myself, or a phone that is equal or better than the value of an i-phone 5. In the meantime, I have been paying Verizon for a cell phone line that I am unable to use.Desired Settlement: I would like them to send me either a new i-phone 5 or a product that is equal in value to an i-phone 5.

Business

Response:

I am not able to find the customer's claim per the information provided. Can the customer please provide the wireless number or claim file number so I can research this one?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[They have not made any type of offer or effort to resolve my complaint at all. They have not yet even located the complaint that I made. They need the phone number associated with my account to track down my information. The phone number associated with my complaint is: [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I have reached out to our contact at WE R Wireless to see if they could replace the phone with an upgrade to the 5s. I will notify the customer when they respond.

Review: insured verizon cell phone by this company. Phone stolen on December **. Global Warranty Company could not get the same phone so they offered me another different phone which was unacceptable/lesser quality phone. Apparently, the particular model I had was no longer being produced. They refused to provide any other phone with equivelent battery life to my Samsung Galaxy Stellar. They offered to send me a check for $295.00, which they claimed was the price of the phone when it was last manufactured last year. I paid $140.00 up front for the insurance when I first purchased the phone in November, 2012. Global Warranty then charged me $100.00 deductible for the phone which they could not get. They refused to refund my $100.00 even though they did not send me a phone. I then requested to cancel the insurance and be reimbursed for the remaining insurance period (through November 2014), since they were not able to provide the phone and obviously if I needed to file another claim in the future they would not be able to provide me with a phone. they refused to cancel the policy and reimburse me even a penny! In the meantime, in the end of December I agreed to receiving the $295.00 in instead of the phone they were offering since I was obviously fighting a winless battle. I had spoken to the call center many times and they kept claiming they will forward any information to another department and I would be contacted back, but was not called back. They also claim they have no phone number and no way to reach anyone in any other department. The status of my claim on their trackaclaim website indicates that the file is closed and the "replacement" was sent on Jan. **. When I inquired at the call center about this, I was told that it is still being processed (even though it states that the replacement was already sent and case is closed) and they had no control over when the check would be sent or how to even contact someone to find out. I asked to be called back and they assured me a note was put in the file and someone would call me back to me on Monday (February *, 2014). I'm still waiting with no call back, no check, no phone and extremely frustrated.Desired Settlement: refund check for replacement phone (295.00) refund of $100.00 charged to my checking account and cancellation of insurance policy and refund of remaining credit ($60.00)

Business

Response:

check #[redacted] for $290.00 was mailed out of our ** office on 2/**/14

Review: I am actually complaining about the insurance provider-Global Warranty. We started an insurance claim on February *, 2014. The deductible of $179.00 was paid. A new phone was sent out-this phone was received broken. This phone was shipped back to Global Warranty immediately. They said a new phone was on its way. They then called on February **, 2014 and said they didn't have the Iphone 5C. They were now sending a check for $550.00. Needless to say after dozens of calls to Global Warranty I still haven't received payment. On March **, 2014 Global Warranty debited my checking account $475.00. The contact number I have for this company will not let me speak to a person in charge of accounting. They said they can only file my complaint. I have been filing complaints since 2/*/14. I still have my original/broken phone. I am still waiting for a new phone from Global Warranty or my payment.Desired Settlement: I would like my account credited the $179.00 deductible as well as the $475.00 they recently charged. I would also like to receive the original payment made to this company for the 2 year insurance coverage for $159.99. That clearly isn't insurance!

Business

Response:

check #[redacted] for $550.00 sent 3/**/14

Review: I filed a claim to replace my broken phone in November 2013. The company didn't have the model in stock but promised to send a $600 check in place of it. I agreed, yet 5 months later, I still have not received a check. I call customer support virtually biweekly but they will not clarify the status of my check. They only state that they will escalate the case and a [redacted] will call me back within 48 hours with the status, but I not once received a call back.Desired Settlement: I would like to receive my check for $600 immediately.

Business

Response:

check #[redacted] for $600 sent 4/*/14

Review: Filled a complain with Global Warranty for my lost phone. Paid the $200 deductible which they asked for. This was November [redacted] 2013. Was told a replacement phone will be sent to me. I did not get one as promised so I called back and they told me that they don't have that particular model in stock any more and instead they will send me a check for $900 + to cover the cost for a new phone. Its been over 6 months and I have not received my check. I have called them numerous times and they keep telling me that they will escalate my claim but I guess the word escalation means nothing to then. There is nobody to talk to but the call center people on. They don't even reply to the emails sent. Its been over 6 months and its very frustrating.

My claim # [redacted] Mobile # [redacted]Desired Settlement: Pay me what was agreed upon for the warranty.

Business

Response:

check #[redacted] for $919.00 sent 4/**/14

Review: I paid my warranty to have 3 replacements for my Samsung Galaxy S3 in white. I have used one claim about a year ago and this would be my second one. My phone got stolen recently so I sent in $130 to the wireless protection program on a prepaid visa card about almost 2 months ago, maybe a bit less. I was expecting for a new phone to be delivered to my door in about 4 to 5 business days but that never happened. So I called back finding out I would need to accept a cheque for $578.00 and it would be delivered to my house and I would take that money and go to rogers to recieve a new phone. It has been over a month since I accepted the cheque and I keep calling back the wireless protection program every few days to check up on it, but they have no idea and keep saying it still says my cheque is being processed. I am getting very frustrated in how long it is taking, I can't keep going on without my phone especially when I already sent money in to replace it and was expecting it along time ago. Whenever I call the wireless protection program they keep putting notes in my file that I need to be contacted by phone or email as soon as possible to know what is going on with my cheque, but no one has contacted me. I have gotten no missed calls either that could be from them. I keep checking my mail constantly hoping that the cheque has arrived but it hasn't. I can't even afford to go buy a new phone if I wanted to so I'm really depending on this cheque. The fact that I have gotten no word about it makes no sense to me, and it also makes no sense how it could take so long to get out a cheque. I paid a warranty on my phone for a reason I can't keep going on like this. If someone could please contact me about my cheque as soon as possible it would be appreciated, its too frustrating calling the wireless protection program back constantly when they can't even help me or really know what is going on with my cheque. My number is ###-###-#### my email is [redacted] My address is [redacted] my postal code is [redacted], just making sure in case something didn't show up properly to begin with.

Thank you,

- [redacted]Desired Settlement: I sent in $130 off a visa card about 2 months ago, I was expected to have a phone delivered to my door within 4 to 5 business days, when I found out I would need to recieve a cheque I did. It says it has been processing for weeks now and I am counting on that cheque, when people pay their warranty they all are as well. I need someone to contact me as soon as possible about it and that cheque to be mailed to me.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Review: I purchased an insurance plan from Global Warranty Group from my cell phone carrier that was supposed to cover two purchased smart phones. I made a one time payment for the coverage of over $300. About 6 months after I had the insurance plan I had an accident with my phone. I contacted Global and based on the insurance plan I had to send a $100 deductible and the damaged phone. This occurred in November 2013. The company later let me know the phone I sent they didn't have a replacement for and that they would send a check for the value of the phone. This has been over 6 months ago and I have called weekly to get a resolution and customer service cannot help me but they informed me that they are sending messages to the relevant department but I have yet to speak with someone that can help me with this issue. At this point I am out almost $500 sent to Global Warranty and I still don't have a phone and the amount they want to refund me is $500.Desired Settlement: The desired outcome would be a refund promised for over 1/2 year now sufficient to purchase another phone of the same type or better. Also the amount that they gave for the refund is insufficient to purchase the same model of phone that I sent to them (Samsung Note 2).

Business

Response:

check #[redacted] for $550.00 sent 6/*/14

Review: [redacted] - is my address.

I have claimed on January for cheque/replacement phone yet I still did not get it

###-###-####.

My contact number is ###-###-####.

I want my cheque worth $630Desired Settlement: $630 as they promised

Business

Response:

check #[redacted] for $630.00 sent 6/**/14

Review: in May of 2013, I bought a warranty against damage to my new LG Optimus G cell phone ($650 CDN). I paid $130.00 + $**.60 tax for a 2 year plan. This covered 'replacement cost', "not to exceed' $1300.00. The warranty covered accidental damge such as dropping it. on January *, 2014 I dropped the phone smashing the screen, it did not work at all. On January [redacted] I called the Global Warranty call centre and they confirmed that I would be couriered a new phone within a week. I paid the deductable of $95.00.

After a week I received a voicemail that they could not get that phone but was offering a cheque for $450 CDN. I looked on line and at my phone retailer and could no longer find the same phone. to replace the phone would be $600-$650. About January [redacted] I called Global and was told the 'Escalation Department' would call me back within 2-3 days. No call. I tried again about January ** and again about January [redacted]. Still no call from the 'Escalation Department'.

On Febuary [redacted], at the advice of my retailer, I put the above details and more in an email to his [redacted] to see if a representative could get them to respond to me. Within an hour I received an email from Global Warranty who offered $450 or a reconditioned Galaxy phone. While I was reading that email a different woman from Global phoned me to say they had reconsidered and will send me a cheque for $650. I accepted and thought the matter was settled.

I began contacting Global after about 10 days without receiving a cheque. I now had an email address for 1 person at Global but could get no response. I also put in some phone calls to the call centre but they can only forward a request that someone call me. No calls.

My request on Feb ** was answered On April [redacted] as follows "The check request has been approved and sent to accounting to be issued. We are currently waiting for the confirmation that it is being sent out at that time accounting will provide the check # that we will provide to you."

I asked if this was not an absurdly long time and the response was "

Our accounting dept. has been overwhelmed with a high volume of check requests setting in motion the current delay. We want to thank you for your patience. "Desired Settlement: Obviously I want the $650 . I would like to know how this happened, if the compa** knows this is unacceptable. They have operators standing by 24/7 to take the consumers money but they can't write a cheque for 2 months? I would like to know how they plan to address this.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The response was a generic reply and does not specifically address me. The company advised me on February *, 2014 that they would be sending a check and today is May **, 2014. A delay of almost 3 1/2 months is way beyond a "unforseen delay".

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $650.00 sent 7/**/14 via USPS from our ** office

Consumer

Response:

At this time, I have been contacted directly by Global Warranty Group, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I have received a check for $650 from the company, but I still want to know why it takes almost 6 months to write a cheque. This appears to me that customers are being taken advantage of by this unreasonable delay. The public should be aware of this before they enter into contracts with this company. If I was aware of this before signing the contract I would have declined.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My phone broke in January 2014 and I called the company to file a claim. I sent them my broken phone and paid my $75.00 deductible. They called a few days later and said my phone was unavailable and offered to send me a check for $645.00. I accepted their offer. I have not received a check from them in over 5 months. I have called several times to no avail. I have also sent email which have gone unansweredDesired Settlement: I would like to receive my check from them.